Marshall Retail Group mobilizes for safe, personalized store experience

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Marshall Retail Group mobilizes for safe, personalized store experience

By Dan Berthiaume - 08/13/2020

Marshall Retail Group (MRG) is providing its in-store associates and shoppers with mobile customer service capabilities.

Operating more than 300 stores under diverse banners that include Harley-Davidson and Lego in airport, casino and resort locations, MRG seeks to make its customer experience as pleasant and efficient as possible. In addition, the retailer wants to ensure that all stores adhere to COVID-19 health and safety guidelines.

To meet these needs, MRG has upgraded its in-store technology environment to Oracle Retail. Working with system integrator BTM Global, the retailer moved all stores to the Oracle Retail Xstore Point-of-Service (POS) platform in 100 days.

Leveraging the flexibility of Xstore POS, MRG intends to better adhere to COVID-19 social distance requirements by enabling associates to use mobile devices to help customers. The company will also provide customers with self-checkout functionality.

“Whether at an airport, casino or resort, we are thrilled to welcome our customers into a fresh and safe shopping environment that offers more personalization and efficiency than ever before,” said Michael C. Wilkins, CEO of Marshall Retail Group. “BTM Global brings expertise to implementing Oracle Retail Xstore Point-of-Service in the cloud. This experience led us to a successful implementation, in record time, to deliver the best customer experience as the economy reopens.”

“Agility is a board-level conversation in the recovery as retailers take advantage of new opportunities to serve customers in a rapidly changing environment. Working closely with Oracle, Marshall Retail Group and BTM Global were able to quickly implement new technology to modernize their customer experience,” said Mike Webster, senior VP and GM, Oracle Retail. “This continuous innovation in the cloud will provide MRG with the ability to respond effectively to new requirements while preserving a positive experience for its customers.”